Contact & FAQ

FAQ

How Can I Use My Subscription Coupon?

Please be aware that in order to use your subscription coupon you have to be a current subscriber to Bike On Track.

So when you arrive at our checkout page, please double–check that you have used the same email that you used to sign up for the subscription, since our system won't recognise who the customer is.

However, if issues do persist, please do not hesitate to contact us at support-bt@bikeontrack.com.au

Do You Provide Tracking For My Orders?

A: Yes, here at Bike On Track, your orders will always come with a tracking number and please allow up to 2-5 business days to have your order processed.

When you have placed your order, our fulfilment warehouses will pack and ship you order as soon as possible and once it has been shipped, you will receive a tracking number to your order via email.

If you did not receive your order tracking number, please contact us immediately at support-bt@bikeontrack.com.au and we will further investigate your order.

What Are Your Shipping Times?

Our warehouses are located around the world and we are working around the clock to ensure that your order is delievered to you as soon as possible.

For further information please visting our Shipping Policy page.

Why We Offer free shipping!

We all know that COVID–19 has been a bit of a hassle for many around the world, especially with shipping and logistics. To compensate for the delay in shipping, we have decided to offer free shipping to all our valued customers just to make your online shopping experience a little easier. 

Shipping Times

 Country Delivery Time (Business Days)
Australia (Domestic) 10 - 21
New Zealand 10 - 25
United States 10 - 25
Canada 10 - 25
United Kingdom 10 - 25
International 10 - 25

**Please keep in mind that this does not include our 2-5 business day processing time. 

However, it is important to note that our products are sourced from all around the world, making shipping times vary between manufacturers/suppliers. Additionally, shipping times that are listed above are an average and can be subjected to change. These estimated shipping times do not account for extraordinary circumstances such as Lunar New Year.

How Can I Track My Order?

A: Once your order has been processed, a tracking number should have been emailed to you. With this tracking number you can check the status of your order in our Track Order page.

To find this page you can either click the link above or find it on the top right of our pages. Once, you have arrived you can either type in your tracking number of order number to see the status of your delievery.

Where Is My Tracking Order?

A: Generally, your tracking number will be sent via email once your order has been shipped from our warehouses. If, however, you not recieved a tracking number please email us immediately at support-bt@bikeontrack.com.au and we will respond to your case as soon as possible.

Additionally, your tracking number maybe found in your spam/junk folder. So please ensure that you consult your email client to set Bike On Track as an approved sender.

Do You Ship Internationally?

A: Yes, here at Bike On Track we currently support shipping to international countries. Please see the list below to check if your country is included in our international list. Additionally, please do keep in mind that we are continually aiming to expand our services in the future!

  • Austria
  • Belgium
  • Czech Republic
  • Denmark
  • Finland
  • France
  • Germany
  • Ireland
  • Israel
  • Italy
  • Japan
  • Malaysia
  • Netherlands
  • Norway
  • Poland
  • Portugal
  • Singapore
  • South Korea
  • Spain
  • Sweden
  • Switzerland
  • United Arab Emirates

What Type of Payments Can I Use?

Here at Bike On Track, there are a number of payment options that you can use to finalise your purchase. Below is the full list that you can use to complete your order:

  • PayPal
  • Apple Pay
  • Visa
  • Matercard
  • AMEX
  • Shop Pay
  • Google Pay

Is Your Website Secure With My Personal Information?

A: Our website is absolutely safe to use. We use SSL security to ensure that all your personal information is encrypted. We will NOT store your credit card information and it will only be used once upon purchasing your product. After its use, your credit card information will then be purged immediately.

Do You Have a Refund Policy?

A: Absolutely! We offer a full refund if you find that you have received a defective item.

Simply visit our Refund & Return Policy page for complete details.

Refund Policy

We at Bike On Track have a 30–day refund policy. From the date of purchase, you will be eligible for a refund or exchange within 30 days. However, for any period of time that is after the 30 days of your purchase, we are unfortunately unable to offer you a refund or exchange.  
  • Refunds will only available for defective or damaged products
  • Please keep in mind that it will take 1-4 business days for your bank provider to process and post the refund.

Returns Policy

In order to be eligible for a return:

  • All items/goods must be in their original packages with all their ticketing and tags attached.
  • Your items/goods must be unused and be in the same condition that you received them as.
  • Possess an invoice showing your proof of purchase/receipt of the purchased items/goods. 
  • You must be within 30 days from the date of your purchase. For any period of time that is after the 30 days of your purchase, you will be deemed ineligible for a return.  

Please keep in mind that we will try to process your returns as soon as possible but please allow 1-4 business days. 

How Do I Order On Your Website?

A: Simply find the product that you wish to purchase and click the 'Add To Cart' button. Then click onto the checkout page where you are required fill in your shipping and billing information. Once you have made your purchase, we wll have your order shipped to you as soon as possible and you should receive an email confirming your order.

How Do I Change To The Correct Currency?

A: If you do find yourself in the wrong currency on the website, simply scroll down you should find a drop down menu on the bottom left. Click on that menu and select the correct currency.

Still Have More Questions For Us?

If you still want to further enquire with us, please send us an email at anytime to speak with a representatie from our store. We will get back to you as soon as possible. However, please allow up to 48 hours for us to get back to you.

~ The Bike On Track Support Team

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